Editing and managing your ticket fields

You can edit ticket fields to update the title and description, configure access permissions and display information, and configure and organize ticket field values. You can also activate or deactivate ticket fields as needed or delete them entirely. For system or other protected ticket fields, some of these tasks might not be allowed.

Hover over the field you want to edit, then click the field options icon () and select Edit.

Update the options as needed. Non-editable options are either grayed out, or will not respond to mouse clicks. In the screenshot below, the non-editable options in a system field are shown:

When your changes are complete, click Preview or Save at the bottom of the page.

Deactivating and reactivating ticket fields

If you want to temporarily remove a custom field created by you from a ticket, you can deactivate it. Deactivated fields can be reactivated when needed. Some system ticket fields and some fields created via business rules cannot be deactivated.

Note: If you deactivate the Priority ticket field, Zendesk will block any SLA policies (see Setting up SLA policies for more information).

Deactivated ticket fields are moved to the Inactive fields list on the Ticket Fields admin page. Deactivated ticket fields will no longer appear in the ticket form for your tickets. Deactivating ticket fields will alter Closed and Archived tickets. Any data lost from the deactivated field can be recovered again by reactivating the ticket field.

Hover over the field you want to activate, then click the field options icon () and select Activate.

The ticket field is moved back to the Active ticket fields list and appears in your ticket form.

Note: Alternatively, you can deactivate fields from their individual edit pages.

Deleting ticket fields

You can delete any custom ticket fields created by you. However, system ticket fields cannot be deleted, and those created via business rules can only be deleted by editing the business rule.

Deleted ticket fields will no longer appear in the ticket form for your tickets. Deleted ticket fields will also alter Closed and Archived tickets. If you delete a custom ticket field, you will not be able to recreate or recover the field or its data. If you would like to preserve the field data, it is recommended that you deactivate the field instead.

You'll want to look into the Conditional Fields App. which will allow for you hide and show ticket fields based on the previous fields selected. Keep in mind that this app is only available to customers on the Enterprise plan or if you have the Productivity Pack add-on.